Average Handling Time is not an Agent Target in 41% of Contact Centres

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As evident in our poll, it appears that targeting agents on Average Handling Time (AHT) is becoming less popular in the industry, with less than 60% of contact centres now doing so.

Poll – “Do you have AHT as an agent target?” – answers

No – 41%
Yes – 59%

Source: Call Centre Helper webinar poll – Webinar: 20 Tips for Improving Average Handling Time     Sample size – 170     Date – January 2015

Author: Megan Jones

Published On: 1st Apr 2015 - Last modified: 25th Oct 2021
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